Federal/SLED Customer Success Manager

Federal/SLED Customer Success Manager

Requirements

• At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
• Strong understanding of the SaaS customer lifecycle, including risk identification and mitigation.
• Proven success managing customer portfolios through both high-touch and scale strategies.
• Excellent communication, listening, negotiation, and presentation skills.
• Fluent in spoken and written English, with the confidence and presence to engage executive stakeholders.
• Must be available and ready to work during core U.S. business hours.
• Organized, proactive, and highly accountable with strong project management and multitasking skills.
• Collaborative and cross-functional, with the ability to influence across internal teams.
• Proficient in CRM tools like Salesforce and data-driven in your approach.
• Technically curious and able to understand and explain software and cloud technologies.
• Data-driven with the ability to interpret and act on customer insights and performance metrics.

Responsibilities

• Serving as a trusted advisor to your customers.
• Driving onboarding and accelerating platform adoption.
• Leading proactive engagements such as QBRs, check-ins, and health reviews.
• Managing one-to-one and one-to-many engagements to scale success.
• Collaborating cross-functionally and advocating customer needs internally.
• Setting clear, actionable expectations with customers externally.
• Develop and execute comprehensive account strategies to promote long-term success, adoption, and retention.
• Own and manage a portfolio of customers that require both high-touch and scale engagement methods.
• Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions.
• Proactively identify customer risks before they surface; mobilize and project manage internal teams to address issues swiftly and effectively.
• Drive adoption of key platform features that enhance customer outcomes and improve retention.
• Ensure customers achieve success with ThousandEyes use cases, validated through business metrics and data insights.
• Deeply understand each customer’s business, market conditions, technology stack, and key stakeholders to identify expansion opportunities and potential for vendor consolidation.
• Forecast and track customer sentiment, product utilization, and key health indicators.
• Partner with Pre-Sales and Adoption Engineering teams to drive collaboration, expansion, and successful renewals.
• Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact.
• Set appropriate expectations with customers while coordinating internal resources to deliver high-impact items.
• Help manage escalations and ensure timely resolution of critical customer issues.

Preferred Qualifications

• Bachelor’s degree preferred or equivalent experience in SaaS and cloud-based solutions.